We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 2651 results
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Decision Reference DRN-4318987
26 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4318987 Complaint Mr H is unhappy that Monzo Bank Ltd didn’t refund the money he lost when he fell victim to a scam. Background In July 2022, Mr H fell victim to an investment scam. He noticed posts on a social media platform by an influencer who recommended investing with a particular... (3 pages)View decision -
Decision Reference DRN-4271726
26 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4271726 The complaint Mr K complains that Monzo Bank Ltd won’t refund over £4,000 he lost to an investment scam. What happened Mr K is represented in this complaint by a solicitor but for simplicity I will largely refer just to Mr K, even when referencing what his representatives have ... (3 pages)View decision -
Decision Reference DRN-3955670
25 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3955670 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost in a scam. What happened What Miss A says Miss A says that in June 2022 she received a message about a job as a network assistant from someone who said she was from a recruitment compan... (6 pages)View decision -
Decision Reference DRN-4355934
25 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4355934 The complaint Miss D complains that Monzo Bank Ltd (‘Monzo’) won’t refund her after she fell victim to a scam. What happened Miss D says that she saw an advert on an online marketplace for a kayak for £300. Miss D was interested and messaged the seller to see if the kayak was s... (3 pages)View decision -
Decision Reference DRN-4254088
24 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsPage 1 of 5The complaint Miss R complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam. What happened The detailed background to this complaint is well known to both p... (5 pages)View decision -
Decision Reference DRN-4309090
23 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4309090 The complaint Mrs S complains that Monzo Bank Ltd (‘Monzo’) won’t refund her after she fell victim to a scam. What happened Mrs S is represented in this case but for ease I’ll refer to Mrs S throughout this decision. The facts of this case are well known to both parties, so I d... (3 pages)View decision -
Decision Reference DRN-4411364
20 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4411364 The complaint Mr H complains that Monzo Bank Ltd (Monzo) wouldn’t refund money he paid by mistake. What happened On 25 July 2022, Mr H paid £445 to the wrong recipient – as he mistyped the account number. Both the intended recipient and the recipient paid in error (who I will c... (5 pages)View decision -
Decision Reference DRN-4028032
19 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4028032 The complaint Mr K complains that Monzo Bank Ltd won’t refund money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary I unde... (4 pages)View decision -
Decision Reference DRN-4245362
19 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4245362 The complaint S, a limited company, complains that Monzo Bank Ltd won’t refund the money it lost when it was the victim of a scam. What happened S is a limited company and, in July 2022, it was looking to purchase a van. It saw one it was interested in for sale on an online auc... (4 pages)View decision -
Decision Reference DRN-4330804
19 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4330804 The complaint Mr G complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In July 2022, Mr G saw an advert for an investment company on a social media platform. He was interested in making some extra money, so followed the l... (4 pages)View decision